Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We ordered a front door. It was not cheap. $6310. We paid a deposit of $630. Balance to be financed through ***** *****. It was approximately 6 weeks as they said for Door. When they got here to install it ……it was not made correctly. They said they would get the correct door in 4 weeks. It’s been 6 weeks and No one has reached out to us! I wish we had never ordered this door from them.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have purchased windows and doors from Window World of Paducah. The window I had no issue with. My doors are a different story. I have now had my doors installed for a year and they still have not came back and fixed everything. I have had to go to the office and speak with the owner and all he did was blame the factory but guess what things still are not fixed and its because no one wanted to come back out to fix the issue that has been the same issue every time they come. I had to send photos the first time of the crappy job that was done on my doors and the mess they left. My back door lock I paid for still does not work and I was told it would be fixed and here we are crickets. I should not have to keep taking off and changing my schedule for people to come out 3-4 times to fix something that should have been done right the first time. Also, in case the owner wants to respond to the comment and say they don't see an order under my name my former name before I got married was Sara Schacht. STOP BLAMING OTHERS AND MAKE IT RIGHT!! BAD BUSINESS!!

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Window world replaced my windows and when they replaced the siding, they hung it to tight. My siding now ( only the pieces they took off and replaced) are all now damaged beyond repair. Every other piece on my home is fine. Spoke with the manager ***** and he informed me there will be no resolution. He did offer for window world to quote me to reside my home. I feel this was there intention when they did this. I am looking for a resolution or must go through the legal system.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Had the wrong trim for the back door and was suppose to be back this week to fix it and after no contact I called yesterday and was told they would be here today and would call with a time no contact again so I called again and they said they had to order the trim and as soon as it came in they would let me know and come and install it. I told her I expected a refund on some of my money cause I paid the remaining part of the bill with the understanding that it would be finished this week. I am a recent widow and never done anything like this on my own and I feel like because I am a widow they have taken advantage of me and as soon as my trim is put in I will never do business with them again

  Business response

  05/01/2024

  The customer job has been completed. Original date of install was 4-2. At that time, we had ordered but not received the correct trim color. Our office called customer to apologize and said that the correct trim color was reordered and has not come in at that time that we would come out to put the correct trim on as soon as it arrived. When the correct trim arrived, the installer went to the home and installed the trim. Customer signed completion of install sheet (attached) and paid the remanding balance of the project (attached payment balance). The requested "desired settlement"- finish the job has been completed. The job has been finished as stated it would be when we received the correct product. It is unfortunate that the correct trim was not shipped to us, but we did everything we could to get the trim taken care of as quickly as we could receive it. 

  Customer response

  05/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****** 
  

  they did finish but they never contacted me I did all the contacting and I have also contacted them twice about my front screen door catching and not latching closed and still no call back when each time I have been told someone would call me back and been trying to fix this problem for almost a week now 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On February 3, 2023, I purchased 6 Windows and one patio SGD door, for the amount of $8,434.00. I paid that in full on that date. They said that they would need 8 weeks to install the windows and door. On March 21, 2023 they installed the windows, and they said that the SGD was on back order and that they would contact me when that comes in stock. the day that they installed my windows it was very windy and raining that afternoon they were taking off my siding to install the windows after they were done, I looked at the siding around the house and I found 5 broken siding pieces. I called to talk to the manager of window would and they said that they would have someone come out in take a look at the siding and take a piece off the house to match the siding and that was done on March 30, 2023. They installed my SGD on April 17, 2023. On May 17, 2023 I called to talk to someone about the siding what was going to be done about it and they told me that they could not find my siding and that someone would contact me back in a hour and that is when I talked to a lady named ******* and she asked me to send all the pics of the siding and I told her that I have sent these pictures to 3 other. She said that at that time the install manager Brian was still looking for my siding and that she would contact me as soon as possible. Today May 25, 2023 I sent a text message to ******* and she said that they are still closed due to the moving to a new location and she would get with the install manager Brian that see that the latest update was, I have heard nothing back. All I wish is to have them 5 pieces fixed on my siding and they are not responding to get this issue resolved.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased 2 doors to be installed by window world on may 11th 2022. I paid $9363. It took 12 weeks for them to be installed. The front door had extra holes drilled in it. And door handle installed wrong. They damaged my $486 screen door that was less than 1yr old. One door had a gap at the top. Have called several times. They won’t return call. Now wind caught the screen door they damaged and busted the frame of the door. Doors have 8yr warranty. They damaged the screen door causing damage to the door I purchased from them. They refuse to honor the warranty. And they installed the doors improperly. They refuse to fix their mistakes and mismearsurements.

  Business response

  01/30/2023

  This customer purchased a new entry door that was installed in 2022. They chose to have their existing storm door reinstalled to the new door. However, the existing storm door was fit for their original entry door, not their replacement door, and did not fit correctly. As a result, heavy wind against an incorrectly fit door, has caused damage to the new door. Acts of God (storms, heavy wind, hail, etc.) are not and have never been covered by any warranty. While we understand the frustration of the customer that their existing storm door was no longer compatible with their new entry door, we are not responsible for any issues once they chose not to remove or replace the storm door. We would be happy to give them an estimate for a new product, however none of the issues addressed in this complaint are warrantied issues, beyond the original handle set, which we have already serviced to completion under warranty.

  Customer response

  01/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Window World contractors cut 1in+ off of the bottom of my storm door while trying to install improperly measured door damaging it where it would no longer latch properly. The 1/2 panel door they installed does not fit properly either. Air leaks between the door on the hinge side and the frame. “Act of God “ does not apply when the company damages a door that is less than a year old where it will no longer properly close causing it to bust the frame of the doorway they installed. This would not have happened if my screen door was not improperly modified. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  10/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  7/21/22 I had an estimate on windows for my house, which I purchased and paid a down payment of $3,610.00. At the time of purchase, I was told that the windows would be scheduled for installation in about a months time. After not hearing from them for a month and a half, we called and were told the windows hadn’t arrived yet, but were scheduled to arrive the following week and the installation would be scheduled then. 2 more weeks went by without hearing anything and we called back on 9/21. Again they said that the installation would be scheduled the following week. I have now waited another 2 weeks and hadn’t heard anything from them. I called and asked to cancel my service and have my down payment returned to me, and they will not return because the cancellation policy is that they have to be canceled within 3 days of purchase. I explained the entire situation and quotes I was given and was told that I was wrong and that they would not Quote any of that and the original quote for scheduling wasn’t true. I want my windows to be installed, or to get my down payment back because they can’t just keep jerking me around after I’ve paid for services.

  Business response

  10/07/2022

  We appreciate *** ******* patience during industry-wide extended lead times. I do see this job already scheduled for installation on our end though, so I believe this is resolved. Our current lead time for most product is 12-16 weeks, if that was not communicated properly on our end, I deeply apologize. We strive everyday to be better and will use this as a coaching opportunity to our in the field reps to ensure that we are relaying accurate information and meeting customer expectations. We appreciate your business *** ****** and will see you at your scheduled installation time. Have a great weekend!

  Customer response

  10/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******  
  

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• Initial Complaint

  05/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I placed an order in April of 2021 for four doors. I was told the doors would be in around July. I never heard anything so in August of 2021 I called to check on the status. They reported that it would be October. In October I called again to check on the status. I then got told it would February. In February I called and got told it would be April 2022. In April I called and they said the door were in and they needed to set up a re-measure. We had a Gentleman come out and re measure in April. I then called them again last week asking about the doors. They told me the side door they ordered wouldn't fit and couldn't be cut down to size. They had reported that they had been trying to contact me and ** *******. This is a false statement. The only time they contacted me was the day after the Mayfield tornado asking if needed any new windows or doors. This is customer service at its worst. I understand Covid effected production, but to have no contact with this facility unless I am initiating the call is ridiculous. I called back today and requested to cancel the order since they aren't providing me with what I needed. I then asked for my deposit back. I then got told I only had three days to cancel my order when I first signed the contract. I tried explaining to them that I have been the one initiating this process and keep getting lead astray. I got told the office manager will contact me. We will see. I spent 1000 dollars on a deposit and have received no service. I would like all of my money back or at least 75 percent back.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid window world to install 2 windows in February. They took over 800 for a down payment but have not done the work. It has been weeks so I asked for a refund as if they didn't do the work I should be able to get my money and do business with someone that will as I need windows in my house. They said we can't. We still haven't had any one do the work nor do I trust them too anymore and I do not want anything to do with them but money back.

  Business response

  03/02/2022

  We apologize for the customer's frustration, however, we are not a big box store, nor do we keep stock products. Every order is custom manufactured for each contract. Since lead times have been extended industry-wide and change day to day, the current lead time for this customer's order is estimated at 15 weeks, we are currently at week 3. There is a 3-day cancellation policy listed right above the signature line on the contract as well, so we are unable to issue any refunds or cancellations. We are very open about industry lead times and our process as a whole, and strive to meet expectations across the board. We will contact the customer when their custom manufactured order has arrived and a qualified installer is available. Rest assured, extended lead times should be temporary, but our Lifetime Warranty is not.

  Customer response

  03/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.no   For your reference, details of the offer I reviewed appear below.
  
  [They stated it was explained to me that it would take awhile to do a custom window when that was not explained until today 3 weeks after that it is the window when before it was lack of workers. They have stayed they would have someone out a week ago to do it but now it is the window. They say it will take 15 WEEKS to get the window in which was never explained and they may think of it as reasonable time limited but I do not think several months is reasonable at all. They also said they could not return money after window is being made. How is it being made when they asked my husband for measuents today, 3 weeks later? There has been no apologies no compensation no understanding little communication and wonder why I am frustrated with someone taking over 800 from me with no remorse or work. ]
  
  Regards,
  
  ****** **********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩